Job Description

Key Responsibilities:
1. Recommend, implement, and monitor preventative and corrective actions to ensure quality standards are achieved.
2. Audit calls and Virtual sessions as per the process requirements.
3. Participates in the design of call monitoring formats and quality standards.
4. Compile and analyze statistical data.
5. Ensure that user expectations are met during the call or Virtual session.
6. Provides actionable data to various internal support groups as needed.
7. Coordinates and facilitates call calibration sessions with Sales Team for better understanding.
8. Provides feedback to the sales team according to the audit.
9. Prepares and analyzes internal and external quality reports for management staff review.